Can I order online and collect in store?
Australian orders can be collected free of charge from any Toorallie Melbourne stores by selecting the Click and Collect option on the checkout page and indicating the location you would like to collect from. Our click and collect service is subject to the item/s being available at your desired location. We are presently unable to transfer items between stores for click and collect orders, however, we offer free express shipping for all Australian orders over $100 should your item be unavailable for click and collect.
Can I cancel or amend my online order?
To amend or cancel an order please contact our customer service team by calling 1300 866 873 on weekdays between 9am-5pm, or by emailing firstname.lastname@example.org, as soon as possible. We will do our best to help, but cannot guarantee that an order can be canceled or amended if it has already been processed for dispatch.
What methods of payment do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, Afterpay and Klarna. Please also note that we no longer accept cash in our stores.
Can I use more than one payment method on an order?
We only accept one method of payment per order, unless payment is made using a gift card or promotion code in conjunction with an accepted payment method
How secure are my credit card and personal information?
All payments and customer details are securely handled using Shopify’s secure payment facility. Our website is also secured by SSL encryption which is considered the world standard for guaranteed security.
Can I purchase a gift card?
Yes. We have gift cards for purchase here. Your recipient can redeem their gift card at any of our stores, or online.
When will I receive my online order?
All orders are shipped the following business day from our Narrm/Melbourne stores.
Australian orders are delivered to metro areas within 1-2 business days of dispatch, and to rural areas within 2-5 days.
Currently, all international orders are delivered within 10-14 business days due to COVID-19 related delays.
What are your postage charges?
In Australia, postage is complimentary on orders over $100.
For Australian orders under $100 postage is $16.95.
Internationally, postage is complimentary on all orders over $250AUD.
For International orders under $250 postage is $25AUD.
How do I track my online order?
A confirmation email will be sent to you when an order has been dispatched. This will contain your tracking information so you can follow its progress. You can also check the status of your delivery by viewing My Orders in your account on the Toorallie website.
I don’t think I received my tracking number. Where can I find it?
For assistance locating your tracking number, we recommend revisiting the shipping confirmation email you received from us following your purchase. Should you need further assistance, please get in touch with our customer service team by emailing us at email@example.com.
What is your returns and exchange policy?
We will happily refund any unworn and unwashed items returned in their original condition with tags attached, within 30 days of receipt.
Items purchased online can be returned via post, or in any of our Toorallie stores. Items purchased in store cannot be returned via post. For more information see our returns policy here.
Return postage is free for Australian orders. International return postage will be incurred at the sender's expense.
Please also note, if you purchased a Toorallie garment from one of our stockists, the individual returns and exchanges policy of that business will apply.
How do I return an order?
Click here to view our Returns Form with instructions on how to return an order via post.
Once your form has been submitted, you will be notified via email to confirm that your item has been accepted for return.
Following this, your refund will be processed automatically.
If you wish to return an item in person, please visit your nearest Toorallie store.
How do I exchange an order?
The most efficient way to exchange any unwanted items is to request a refund using our Returns Form.
Once submitted, your refund will be processed automatically.Following this, you can make a new order on the Toorallie website with the new items you would like to purchase. This will ensure that your new items are dispatched immediately.
If you only need to swap the SIZE or COLOUR of your item, please request the required items when completing the returns form. Once we receive your unwanted items, we will post the updated order to you within our standard delivery times.
If you wish to exchange an item in person, please visit your nearest Toorallie store.
Please note, all exchanges are subject to product availability once your items are received back.
What size will be best for me?
On each of our product listings, you will find a size conversion chart and measurements per size alongside each product listing.
Alternatively you can visit us at one of our Melbourne locations to try on.
You can also contact our customer service team by emailing firstname.lastname@example.org.
What quality can I expect from a Toorallie garment?
Every decision during our design, sourcing, and manufacturing process is informed by our abiding dedication to quality. It is embedded in who we are, how we design and the way we do business.
We take the time to personally hand-select the finest Merino wool each season, and do so with generations of specialist wool knowledge to distinguish between the fleeces that are good and those that are exceptional. Our care and attention to detail is evidenced in the resilience and transeasonality of our garments, and we are proud to design and make each piece to last for years to come.
All our pieces are protected by our quality guarantee, which ensures that the expectations of our products are always met. Should you purchase a Toorallie garment that does not meet the familiar standards of quality and durability that we are known for, you can make a guarantee claim.
How should I care for my garment?
Each of our products are designed to make them easy to maintain and care for, please refer to the product page or tag for each indivitual item care instructions.
Where can I find out more about your sustainability and ethics?
We uphold sustainable and responsible practices as a natural extension of our values, commitment to quality and longevity, and our deep respect for land and environment. Our responsible practices extend beyond our wool, across our entire supply chain, where we abide by an ethos of resourcefulness where packaging is used only as necessary and is reused time and time again.
You can read about our Merino Wool process here.
Where and how do you manufacture?
We are an Australian-owned, family run business with a head office located in Narrm/Melbourne, Australia. We only work with suppliers and partners who meet our rigourous standards of care, transparency, and land, animal and community welfare. Our Merino wool is Responsible Wool Standard certified, and we personally hand-select each fleece from our partner woolshed in New South Wales each season. We make every effort to produce and manufacture locally, but where we work with international factories in China, we work with partners that are aligned with our values and assurance of quality. We frequently visit our factories to personally ensure that our partners share our standards of ethics and responsible practices.
You can find more information about our sourcing and manufacturing here.
How do I create an account?
You can create an account anytime by clicking on the register button at the top right-hand corner of this site.
Alternatively, follow this link to sign up or join when prompted at the checkout.
Do I need an account to place an order?
We don’t require you to create an account to purchase from us, but having an account will allow you to track your orders with ease, view your order history, request an exchange or return directly from your account, and make future purchases quick and simple. We also offer exclusive member promotions and 10% off your first order.